Operations Leader: Client Success & Performance

Concentrix; Pasig; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Concentrix is seeking a seasoned Operations Manager to lead a team of team leaders in a BPO environment. The role requires managing SLAs, driving revenue through efficient operations, and developing staff performance through coaching and targeted actions.

The candidate should possess a college degree and a track record of coaching and process improvements in fast-paced settings, with excellent communication skills for internal and external stakeholders.

Qualifications

• Minimum 2 years of manager experience in the BPO setup, handling TLs (retail, hospitality or customer service background preferred).
• Excellent verbal and written communication skills.

Responsibilities

• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Maximize revenue generation to reach long and short term financial projects (data collection for billable/non-billable hours, forecasting, budgeting).
• Select, train, develop, and manage performance of direct reports and their associates; assign work per policy and legal requirements.
• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics reports).
• Create and maximize relationships with client partners.
• Provide leadership and guidance to direct reports to ensure adherence to company policies; implement corrective actions when needed.
• Conduct regular one-on-ones with direct reports to review performance and provide coaching.
• Foster a positive work environment through employee engagement; address issues professionally and promptly.
• Participate in cross-functional meetings with Training, HR, Quality, WFM, TA to define action plans for continuous improvement.
• Implement best practices and drive consistent performance; adjust staffing with input from BD and Client; attend business reviews with the client.
• Handle a team of team leaders.

Skills

Manager experience

Excellent communication

Education

College degree in related field

Job description

Concentrix is seeking a seasoned Operations Manager to lead a team of team leaders in a BPO environment. The role requires managing SLAs, driving revenue through efficient operations, and developing staff performance through coaching and targeted actions.

The candidate should possess a college degree and a track record of coaching and process improvements in fast-paced settings, with excellent communication skills for internal and external stakeholders.